Annex C: Standard Reporting Template

Schedule M

Hertfordshire and South Midlands Area Team

2014/15 Patient Participation Enhanced Service

Practice Name: Highview Medical Centre

Practice Code: E82078

Signed on behalf of practice: Gill Costello Date: 13/03/2015

Signed on behalf of PPG: Caroline Presho Date: 18/03/2015

Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)

Does the Practice have a PPG? YES
Method of engagement with PPG: Face to face, Email, Other (please specify) We meet quarterly face to face. We communicate via email and via our web page
Number of members of PPG:17
Detail the gender mix of practice population and PPG:
Male / Female
Practice / 4120 / 4621
PPG / 4 / 13
/ Detail of age mix of practice population and PPG:
<16 / 17-24 / 25-34 / 35-44 / 45-54 / 55-64 / 65-74 / > 75
Practice / 1706 / 954 / 1065 / 1020 / 1365 / 1089 / 809 / 733
PPG / 1 / 2 / 2 / 4 / 8
Detail the ethnic background of your practice population and PPG:
White / Mixed/ multiple ethnic groups
British / Irish / Gypsy or Irish traveller / Other white / White &black Caribbean / White &black African / White &Asian / Other mixed
Practice / 23% / 1% / 1% / 30% / 1% / 1% / 1% / 1%
PPG / 82% / 6%
Asian/Asian British / Black/African/Caribbean/Black British / Other
Indian / Pakistani / Bangladeshi / Chinese / Other
Asian / African / Caribbean / Other Black / Arab / Any other/ Not stated
Practice / 2% / 1% / 1% / 1% / 1% / 1% / 1% / 1% / 1% / 31%
PPG / 6% / 6%
Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population: We actively encourage membership via our Newsletter; waiting room screens, waiting room notice boards, website, Twitter and Facebook page.
Are there any specific characteristics of your practice population which means that other groups should be included in the PPG?
e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community? NO
If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:

Review of patient feedback

Outline the sources of feedback that were reviewed during the year:
Meetings with PPG, Friends and Family Test, Suggestion Box , Complaints/ Compliments, NHS Choices ,Carers events
How frequently were these reviewed with the PRG?
Complaints – Annually , FFT – Quarterly, Suggestion box –This has recently been added but will be reviewed at the next quarterly meeting.

Action plan priority areas and implementation

Priority area 1
Description of priority area:
Extra phone lines to be open during the day and mainly at 8am
What actions were taken to address the priority?
Moving into our new building gave us the opportunity to have more phone lines added, discussions with staff and re-arranging staff working hours has ment we have more people answering the phones throughout the day and first thing in the morning.
Result of actions and impact on patients and carers (including how publicised):
Advertised in Newsletter New website was coming. Feedback has been great and one issue was raised which was amended immediately.
Priority area 2
Description of priority area:
New Website as the old one was difficult to navigate and information was very out of date.
What actions were taken to address the priority?
New website was developed and activated
Result of actions and impact on patients and carers (including how publicised):
Patients are able to get through to a receptionist quicker; this was advertised in our monthly newsletters and website.
Priority area 3
Description of priority area:
Name badges - The PPG group felt they would like to know the receptionist names as they’d sometimes forget and they felt this was awkward/embarrassing for them
What actions were taken to address the priority?
This was discussed with all admin Staff and they agreed first names would be used. Name badges bought and issued
Result of actions and impact on patients and carers (including how publicised):
The PPG have found it helpful, and regular patients are addressing staff by their name.

Progress on previous years

If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):

PPG Sign Off

Report signed off by PPG: YES
Date of sign off: 09-02-2015
Has the report been published on the practice website? YES
How has the practice engaged with the PPG:
Regular meetings, emails and Newsletters
How has the practice made efforts to engage with seldom heard groups in the practice population?
Actively encouraged via a range of media
Has the practice received patient and carer feedback from a variety of sources?
Practice is actively engaged with Carers and attends Carers events. If anything gets raised it is fed back at team meeting or with Gill Costello Practice Manager ,
Was the PPG involved in the agreement of priority areas and the resulting action plan?
Discussed at the outset last year and progress discussed throughout the year
How has the service offered to patients and carers improved as a result of the implementation of the action plan?
Fewer complaints about access via the telephone system. Some were not service issues they were more related to a personal touch such as name badges.
Do you have any other comments about the PPG or practice in relation to this area of work?
The PPG is a helpful forum for both sides to gain greater understanding of issues or reasons why certain things are done a certain way. We are going to work on the Patient Representative group to see if we can increase the profile of our membership and encourage younger age groups to have a voice.

Please return this completed report template to no later than 31st March 2015. No payments will be made to a practice under the terms of this DES if the report is not submitted by 31st March 2015.

Reporting Template (Annex C) Page 1